Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed...

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Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment Conference 2009 Muscat, Oman 21‐23 December 2009

Transcript of Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed...

Page 1: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

Bahrain eGovernment“TOWARDS A BETTER LIFE”

throughCONNECTED GOVERNANCE

Mohammed Ali Al Qaed

Chief Executive Officer, eGovernment Authority

1st GCC eGovernment Conference 2009

Muscat, Oman 21 23 December 2009‐

Page 2: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

Contents

1. Our Vision

2. eGovernment Strategy

3. Our Principles towards connected governance

4. Where does Bahrain stand as per eGovernment Stage Model?

5. Lessons from our experience

6. Road Ahead - Recommendations

Page 3: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

Our Vision

The Vision 2030 “Build a productive and globally competitive economy through

EFFICIENT AND EFFECTIVE GOVERNMENT to ENSURE EVERY BAHRAINI HAS the means to live a secure and FULFILLING LIFE and

reach their full potential”

eGovernment Vision – Towards a better life

“Deliver Customer value through Collaborative Government”

Effective Government

Efficient Government

Fulfilling Life to Citizens

Page 4: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

Data Centre

Government Data Network

Data Security

National Data Set

eOfficeCustomseHealthEducation

Real EstateeProcurementG2B GatewayG2E portal

Social InformationTourismCase

ManagementServices Gateway

Enterprise architectureAuthentication (Single Sign on, Smart card)

Mobile gatewayNational contact centre

Common service centre

eGovernment portal

SCICT

eGovernment Authority

BPR & Legal

Capacity Building

Marketing & Awareness

International Events

International Benchmarking

Programme management

Monitoring & Evaluation

eGovernment Strategy for Connected Governance

Page 5: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

Our Principles towards Connected Governance

Connected Governance

Citizen centricity

Ensuring Sustainability

More than Automation

Benefit Realization and Measurement

360o Integration

Partnerships

Page 6: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

Our Principles towards Connected Governance

Connected Governance

Citizen centricity

Ensuring Sustainability

More than Automation

Benefit Realization and Measurement

360o Integration

Partnerships

Page 7: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

Citizen centricity – Co-design approach

Effective & Efficient service delivery

eGovernment Initiatives

Stakeholder Needs

•Voice of Customer Survey•eParticipation•Feedback & suggestions

Customers

eMinistry

eBusinesseSociety Stakeholder Value

• One stop shop• Quality of service• Multiple channels • 24X7 access•Savings in time & money •Transparency

Page 8: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

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Public Service Delivery

eGovernment Portal

Mobile Portal National Contact Centre

Common Service centre

Citizen Centricity – Channels of Choice

Page 9: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

Citizen Centricity - Service Orientation

Birth

Education

Employment

Family & Youth

Oldage

Citizens

Death

Heath

Housing

Legal & Justice

Public utilities

Social welfare

Events Lifecycle

Starting a business

Employing Staff

Funding

Business Operations and Trade

Levies

BusinessLegal and

Regulatory

Innovation

Premises and Environment

Returns and other obligations

Expanding your business

Selling to Government

Closing your businessEvents Lifecycle

Service design around Life cycle model

•Deliver complete Service at first instance

•Minimize the number of interactions for service delivery

• Increase the depth and breadth of the service

•Provide Quality service with optimum cost

•Provide personalized service

Key drivers

Page 10: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

Our Principles towards Connected Governance

Connected Governance

Citizen centricity

Ensuring Sustainability

More than Automation

Benefit Realization and Measurement

360o Integration

Partnerships

Page 11: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

More than Automation -

Capacity BuildingMarketing & Awareness

Processes &

Policies

eGovernment is more than mere Automation

Page 12: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

Government Data Centre DR Site

Government Data Network

Ministry 1

Ministry 2

Ministry n

Hosting servicesGovernment e-mailGovernment DNS ServiceGovernment Internet Service

Internet

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More than Automation – Integration of Ministries

Page 13: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

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Objectives Committed to deliver the maximum

quality standards for services developed internally or externally

To maintain same quality and consistent services, eGA has adopted international standards to software development and project management.

Projects within the eGA are following the same standards

Services developed externally are expected to follow defined necessary standards as well

“eGA Standards and Guidelines: Leading to high quality services”

More than Automation – Policies & Standards

Page 14: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

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Following are the various standards used for all services and procedures at eGA: Service Development Framework

(SDF) Conceptualization Analysis & Design Produce & Implement Manage & Change

International Standards CMMI PMI

World Wide Web Consortium (W3C) Change Control Procedure Validation Criteria & Verification

Procedure Testing Cascading Style Sheet (CSS) Marketing evaluation criteria Review Procedure

Service Development Framework (SDF)

More than Automation – Policies & Standards

Page 15: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

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Business Process Reengineering Before

Pay the Insurance at the

insurance company

Stamp the form, pay

contraventions if any

Visit the post office, submit the form, insurance

card and pay the fees

Post office settles the fees through the centralized

system with GDT

Post office forward the form

to GDT

GDT process the form, produce

the badge, forward back to

Post office

Post office sent the badge to the

customer

After

Pay the Insurance at the

insurance company

Pay the contravention and reg. fee

online

Post office forward the form

to GDT

GDT process the forms online,

produce badge and forward to

post office

Post office settles the fee thro’ centralized

clearing system with GDT

Post office sent the badge to the

customer

Visit the post office, submit the

form, insurance card and pay the

fees

More than Automation – Process reengineering

Page 16: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

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More than Automation – Process reengineering

eInvestor

Objectives To simplify business processes for investors into the Kingdom of Bahrain. Providing one-stop-shop for investments in the Kingdom. e-Investor seamlessly integrates all different bodies of the Government of Bahrain. Encouraging higher investments into the Kingdom by having simple online processes. e-Investor maintains operational efficiency and customer orientation through delivery

services based on the best practices and solutions.

Future Schools

Objective Integrated online systems for learning for all government schools Organization and management at project management and school levels. Infrastructure: buildings, furniture, equipment, networks, connectivity and electronic

learning management system. Curricula. Training. Evaluation and supervision. Partnerships and social support.

Page 17: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

Our Principles towards Connected Governance

Connected Governance

Citizen centricity

Ensuring Sustainability

More than Automation

Benefit Realization and Measurement

360o Integration

Partnerships

Page 18: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

Ensuring Sustainability & Uptake -

Encouraging Citizen & Business participation

in eGovernment Programme

Delivering Promise to citizens through Customer Charter

Enabling Bahrain to experience eGovernment through Capacity building & Awareness

Page 19: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

eMagazine

eNewsletter

Marketing & Awareness

Ensuring Sustainability & Uptake – Reaching the citizens

Page 20: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

eGate

Customer charter

eParticipation

Ensuring Sustainability & Uptake – Innovative projects

Page 21: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

Our Principles towards Connected Governance

Connected Governance

Citizen centricity

Ensuring Sustainability

More than Automation

Benefit Realization and Measurement

360o Integration

Partnerships

Page 22: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

Enterprise Service BusHighly available and secure Infrastructure

DR SiteGovernment Data Centre

Government Data Network

Ministry1Ministry 2

Ministry 3Interne

t

National Data SetBahrain Enterprise

Architecture Framework

eServices & Channels

360o Integration – Horizontal & vertical

Page 23: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

Our Principles towards Connected Governance

Connected Governance

Citizen centricity

Ensuring Sustainability

More than Automation

Benefit Realization and Measurement

360o Integration

Partnerships

Page 24: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

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eGovernment Portal – www.bahrain.bh

Highlights

Visitors from over 190 countriesOver 36 % of new visitorsAverage time spent – 6 minutes100 vital services onlineHigh availability infrastructureCredit & Debit card paymentChanged the domain to easily remember

1. Single portal for complete integration of all services for the citizens

2. Support bilingual pages for information and services (English and Arabic); Being enhanced to Multilanguage support (Additional 5 languages)

3. Features for Poll, suggestions and feedback, audio video facility, RSS feeds, directory services for all government officials, search facility, services categorisation (User based and ministry based)

Benefits realization - Achievements

Page 25: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

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eGovernment Mobile– www.bahrain.bh/Mobile

HighlightsIncludes SMS and WAP servicesProvided in Arabic and English languagesPhase 1 Launched on 23rd May 2009 23 online services

Phase 2 Adding more services, including

payment servicesPhase 3 Total of 55 services by May 2010

The main objectives for the establishment of the Mobile Services are:

1. Provisioning of various services through mobile devices.

2. To provide transactional facility for payments through the mobile phone

3. To supplement and improve quality of the services provided through the national eGovernment portal

Benefits realization - Achievements

Page 26: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

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eGovernment Common Service Centers (CSC)

Benefits realization - Achievements

The main objectives for the establishment of the Customer Service Centers are:

1. To provide an alternative channel for delivery of Government services through web portal

2. To bridge digital divide towards assessing Government Services using technology

HighlightsPhase 1 Launch of 4 in May 2009. Training of CSC agents

Phase 2 11 CSC are in process to be

launched by Feb 2010

Page 27: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

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eGovernment Kiosks

Highlights Phase 1 Launched in May 2009 2 Kiosks with 6 informational and 2 enquiry services

Phase 2 Launched in Oct 2009 10 kiosks and 11 services Introduce payment services

Phase 3 Launch of 35 Kiosks Planned launch date: March 2010

1. To provide easy to use channel for accessing informational, enquiry and transactional type of Government services

2. Point-of-Sale device accepting credit as well as debit card for making payments

3. 35 strategically located kiosk for easy accessibility

Benefits realization - Achievements

Page 28: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

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National Contact Center

HighlightsEstablished a contact center company called Silah GulfOutsource all government services to the companyExpect to launch around mid 2010Intend to create more than 500 jobs for Bahraini nationals in the first three yearsWill target to answer 80% of calls within 30 seconds.Current activities: Conducted a Demand Study and Readiness Exercise Appointed the international partner Jointly owned by the Bahrain Government and the Operator

Benefits realization - Achievements

Page 29: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

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eServices: 110 eServices onlineServices with highest number of visits

Service Name Hits

Pay electricity & water bill 108264

Payment of Traffic Contraventions 107532

Issue Non-GCC Notification 51447

CPR Appointment 51121

Pre-Employment Health Check-up Appointment 35032

Smart Card appointment 32203

Vehicle Registration Renewal 13816

27%

27%13%

13%

9%

8%

3% Pay electricity & water BillPayment of Traffic ContraventionsIssue Non-GCC No-tificationCPR AppointmentPre-Employ Health Check-up App.Smart Card appointmentVehicle Reg Renewal

Benefits realization - Achievements

Page 30: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

Benefits measurement – Benchmarking

International Benchmarking – UN

Ranking over the years

Satisfaction surveys

Page 31: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

Awareness and usage of eGov services 2009

Awareness of National Portal address 2009

•Awareness levels increased from 26% in 2008 to 74% in 2009

•Usage of eGovernment services increased from 7% in 2008 to 40 % in 2009

•Awareness has increased from 23% in 2008 to 80% in 2009 after the new link address “www.bahrain.bh”

Benefits measurement – People speak

Page 32: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

Benefits measurement- Continuous improvement

What employees feel on eGov? Provide better infrastructure & training

“I don’t deal with government”“I don’t know to use internet”“I don’t have internet@ home”

ContinuousImprovement

cycle

Build Knowledge, Understanding & ownership

Assess Current performances

Identify & review

good practices

Identify & Prioritise improvements

ContinuousImprovement

cycle

Build Knowledge, Understanding & ownership

Assess Current performances

Identify & review

good practices

Identify & Prioritise improvements

Page 33: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

Connected Governance

Citizen centricity

Ensuring Sustainability

More than Automation

Benefit Realization and Measurement

360o Integration

Partnerships

Our Principles towards Connected Governance

Page 34: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

National Portal, Mobile Portal, CSCs, Kiosks, National Call Centre

Partnering with vendors across various geographies

Synergy of partnership models

National Call Centre

Joint Venture

Mobile Portal Solution

Turn-key

eServices

Outsourcing

Kiosks

Sponsorship

Our approach -Think Big, Start Small, Act fast

Strategize Pilot Stabilize Rollout

Partnerships through Collaboration

Page 35: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

Hosting summits & Events

Workshops Partnership Events

Bahrain will host the grand jury of the World Summit Award (WSA) for top e- products from around 168 countries

UN Adviser to Present a Workshop at the Bahrain International eGovernment Forum

IDA to assist eGov in the eProcurement , eInvestor etc…

Bahrain International eGovernment forum

Bahrain Host to UN Public Administration Network Steering Committee's Meeting

GCC eGovernment Chiefs to Hold Special Session at the Bahrain International eGovernment Forum

Enterprise agreement for CISCO products, New CISCO office

GITEX Dubai

Bahrain to host the OECD MENA summit in June 2009

eGulf – GCC wide eGovernment initiative led by Bahrain

Live @ Gov – email for citizens from Government, E-learning initiative for citizens

Kuwait Exhibit for Information & Communication Technology (InfoConnect 2009)

Partnerships – Staying connected with the world

Page 36: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

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Degree of Development

Fu

nct

ion

al In

teg

rati

on

Multiple and Integrated Functions

Single Function

Lower Higher

Posting Static Information

E-mailDownloading

Forms

Electronic Transaction

Electronic Payment

Single Portal

Integrating Public

Organisations

Integrating Public with Private

Organisations

Government Information Delivery (Stage 1)

One-way Service Delivery (Stage 2)

Two-Way Service Delivery (Stage 3)

Government Integration (Stage 4)

Where does Bahrain stand as per eGovernment Stage Model?

Bahrain eGovernment

Page 37: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

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Lessons from Our experience

Critical Challenges

• Lack of competencies• Change management• Data Domination• Different government agencies at different stages• Enhance Citizen participation• Retention plan• Business continuity• Building trust and credibility among the user• Change of scope

Page 38: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

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Lessons from Our experience

Critical Success Factors• Political Desire• Comprehensive strategy • Focus• Set expectations• Marketing (10-15%)• Flexibility• Engagement• Solid Communication and data network• Clear implementation framework• Evolution of Implementation Process• Efficient and effective organization• Competition Pressure

Page 39: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

Road Ahead - Recommendations

Personalised Service - based on Customer needs, segmentation and past behaviour analysis

Predictable, consistent high quality service for all

Quality Benchmarked to “world class”

Continuously listen, innovate and improve

Page 40: Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority 1 st GCC eGovernment.

Thank You